Gorgias vs Tidio: Which one should you use for e-commerce?

Gorgias - a quick overview

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ounded in Paris in 2015 by Alex Plugaru and Romain Lapeyre, Gorgias is a leading AI-powered helpdesk platform designed specifically for ecommerce brands. Now headquartered in San Francisco, Gorgias serves over 12,000 merchants—including major names like Steve Madden and Glossier—by unifying customer conversations across email, chat, SMS, social media, and more.

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Gorgias empowers support teams with advanced automation tools such as AI-driven responses, personalized workflows, deep Shopify integration, usage-based pricing plans, and comprehensive analytics. Its core audience includes ecommerce businesses seeking to streamline support operations while boosting sales through exceptional customer experiences. As a certified B Corporation with rapid global growth and industry recognition for workplace practices and innovation, Gorgias stands out as a top choice for modern online retailers.

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The following section will compare Gorgias’ features, pros/cons, pricing models, and user reviews against Tidio and Ringly.io to help you determine which solution best fits your business needs.

Gorgias's features

• Shopify & E-commerce Integrations: Gorgias is purpose-built for e-commerce, offering deep integrations with Shopify and other major platforms. This enables agents to manage orders, refunds, and customer data directly from the helpdesk. While Tidio also integrates with e-commerce tools, Gorgias’s order management is more advanced—but it lacks the instant phone-based automations Ringly.io provides for real-time order status updates.
• Ticket-Based Support System: Gorgias uses a ticketing system to centralize customer conversations across email, chat, social media, and SMS. This helps teams track issues efficiently but can feel rigid compared to Tidio’s conversational live chat or Ringly.io’s voice-first automation that eliminates manual ticket handling for common questions.
• Macros & Automation Rules: Agents can use macros (predefined responses) and automation rules to speed up repetitive tasks like responding to FAQs or tagging tickets. While this saves time versus manual replies in Tidio or basic chatbots, it still requires setup and ongoing maintenance—unlike Ringly.io’s AI agent that learns from your knowledge base automatically without scripting.
• Multi-Channel Messaging: Gorgias consolidates messages from email, live chat, Facebook Messenger, Instagram DMs/comments, WhatsApp (via integration), and SMS into one dashboard. This multi-channel approach matches Tidio but doesn’t extend natively into phone calls; Ringly.io stands out by adding automated voice support alongside text channels.
• Basic Knowledge Base Integration: You can connect a simple FAQ/help center so agents have quick access during chats. However, Gorgias does not offer robust self-service AI knowledge base capabilities—Tidio has limited chatbot-driven answers; only Ringly.io lets you upload your docs/website so its AI agent gives precise answers using your actual content in real time.
• Order Management Tools: Agents can view order details and process refunds/cancellations within the helpdesk when integrated with Shopify/WooCommerce. This streamlines workflows compared to generic inboxes like Tidio but still relies on human intervention—Ringly.io automates these interactions via phone without needing an agent involved each time.
• Reporting & Analytics (Basic): Gorgias offers standard analytics: ticket volume trends, response times by channel/agent/team performance tracking. These reports are useful for basic oversight but lack depth; there are fewer customization options than some competitors—and no conversation-level AI analysis as found in Ringly.io’s dashboard which highlights call outcomes/mood/trends automatically.
• Pricing Model Based on Ticket Volume: Costs scale based on how many tickets you handle per month—a model that works well at low volumes but quickly becomes expensive as you grow or if you get lots of simple queries (e.g., “Where is my order?”). In contrast: Tidio charges per operator/chatbot usage; Ringly.io avoids unpredictable costs by resolving routine calls before they become tickets at all.

Gorgias Pros and Cons

• Centralized communication – Users love that Gorgias brings together emails, social media messages, live chat, and more into a single inbox. This makes it much easier to manage customer support without switching between different platforms.
• Easy to use & intuitive interface – Many reviewers highlight how simple it is to onboard new agents thanks to the platform’s clean design and straightforward navigation.
• Seamless integrations – Gorgias integrates well with popular e-commerce tools (like Shopify) as well as other business apps, streamlining workflows for online stores.
• Time-saving automation features – The tagging system and automation rules help teams quickly prioritize tickets or handle repetitive inquiries efficiently.
• Helpful customer support & regular updates – Several users mention responsive support staff who value feedback, plus ongoing product improvements through webinars or town halls.

Cons

• Expensive pricing structure – Multiple users say that costs can be high—especially for startups or small businesses—and unexpected charges have been reported. Some also mention frustration with billing practices (e.g., being billed during a trial period).
• Notification issues & missed tickets – There are complaints about unreliable notifications for new tickets or messages; this can lead to slower response times or lost communications.
• Bugs & workflow interruptions after updates – Occasional bugs (especially around notifications) and frequent updates sometimes disrupt daily operations instead of improving them.
• Limited analytics/reporting capabilities – Some reviewers wish the analytics were more robust so they could better track performance metrics across channels.
• Data management challenges – A few users note difficulties deleting customers or managing tags effectively within the system; this can complicate ticket organization over time.

While these drawbacks are common pain points in legacy helpdesk solutions like Gorgias—such as high costs for scaling teams, notification reliability issues impacting response speed, or complex data management—modern alternatives like Ringly.io focus on eliminating these headaches with simpler pricing models, smarter notification systems out-of-the-box, faster setup times even for non-tech-savvy users, and streamlined data handling by design.

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Tidio - a quick overview

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Tidio, founded in 2013 in Poland by Tytus Gołas, is a pioneering AI customer support software that empowers businesses to connect with customers in real-time. It offers a suite of tools including live chat, chatbots, and email marketing automation, serving over 300,000 businesses worldwide. Tidio's user-friendly design and advanced AI capabilities make it a leader in customer service solutions, particularly for small and medium-sized companies.

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Tidio's core function is to enhance customer support, generate leads, and boost sales through seamless integration with websites, social media, and other marketing tools. Its AI agent provides up to a 67% resolution rate, freeing up customer support agents and increasing revenue. Tidio has been recognized as AI Company of the Year at the Global Business Tech Awards 2025.

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In the following section, we’ll explore Tidio’s features, pros and cons, pricing, and user reviews, comparing them with Gorgias and Ringly.io. This comparison will help identify where each product stands and why Tidio might be the better choice for your business.

Tidio's features

• Live Chat & Multichannel Messaging
  Tidio offers a customizable live chat widget that integrates seamlessly with your website, allowing real-time conversations with visitors. It also supports email and Facebook Messenger, so you can manage multiple channels from one dashboard. This is ideal for small businesses wanting to engage customers instantly without complex setup. While Gorgias covers more channels (including SMS and phone), Tidio’s simplicity makes it easier for teams new to support platforms. However, if you need voice or SMS capabilities natively—especially automated phone support—Ringly.io stands out by offering these as core features.
• AI-Powered Chatbots (Lyro AI Agent)
  Tidio’s Lyro AI Agent automates up to 85% of customer inquiries using conversational AI that works across dozens of languages on web and social media. This helps reduce response times and lets your team focus on complex issues. Compared to Gorgias’ AI agent—which only handles about 60% automation and is limited mostly to email—Tidio delivers broader automation coverage at a lower cost. For businesses looking for even deeper automation (like order status checks or abandoned cart recovery via phone), Ringly.io provides advanced voice-based automations not available in Tidio.
• E-commerce Platform Integrations
  Tidio connects easily with Shopify, WooCommerce, BigCommerce, and other major e-commerce platforms. This enables quick deployment of chatbots that answer product questions or assist during checkout. While Gorgias offers deeper Shopify integration with advanced ticketing workflows, Tidio’s integrations are more plug-and-play for smaller stores needing fast results without technical overhead. If you want instant knowledge base syncing or real-time order lookups by phone call—a gap in both Tidio and Gorgias—Ringly.io fills this niche perfectly.
• Automation Tools & Workflow Triggers
  With basic workflow automations like auto-responses for FAQs or follow-ups after chats end, Tidio helps streamline repetitive tasks so agents can prioritize high-value conversations. These tools are easy to set up but less customizable than the rule-based workflows found in Gorgias’ system. Businesses needing highly tailored triggers may find Gorgias better suited; however, neither platform matches the full-stack business process automations (like triggering calls/SMS/emails based on any event) offered by Ringly.io.
• Visitor Tracking & Proactive Engagement
  Tidio tracks website visitors in real time so agents can proactively reach out when someone lingers on key pages like pricing or checkout. This feature boosts engagement rates but is fairly standard among modern chat solutions—including both competitors here—and doesn’t extend into offline touchpoints like missed calls or voicemails handled automatically as seen with Ringly.io.
• Mobile App Support
  Agents using Tidio get access via mobile apps for iOS/Android, enabling them to respond quickly while away from their desks—a must-have for lean teams managing support on-the-go. Both Tidio and Gorgias offer this flexibility; however, if your business relies heavily on outbound/inbound calling managed through mobile devices alongside text/chat/SMS—all unified under one roof—Ringly.io brings unique value.
• Pricing Accessibility
  Tidio’s plans start low ($19/month) making it accessible even for micro-businesses; there’s also a free tier with limited functionality which is great while scaling up. In contrast, Gorgias tends toward higher pricing due to its enterprise focus—even though its feature set may be overkill unless you have large volumes of tickets across many channels. For businesses wanting maximum ROI per dollar spent—with no hidden costs around advanced voice automation—Ringly.io often proves more cost-effective once all manual work hours saved are factored in.

In summary: Tidio excels at simple live chat plus chatbot-driven web/social messaging, making it perfect if you’re just starting out online support—or want an affordable way to automate common queries fast. But when your needs grow beyond text-based interactions into true omnichannel automation—including proactive sales recovery calls or instant knowledge base-powered answers over the phone—it becomes clear why many e-commerce brands eventually graduate toward solutions like Ringly.io that handle every channel natively without extra integrations needed.

Next, let's look at Tidio's pros and cons. We studied dozens of reviews from real Tidio users from platforms like G2, Capterra, and TrustRadius. Then we identified commonalities and summarized the main pros and cons of Tidio based on real user feedback for you here:

Pros

• User-friendly interface – Many users highlight how easy it is to set up and use Tidio, making onboarding new team members quick and painless.
• Effective AI-powered chatbots – The built-in AI assistant helps provide instant answers to visitors 24/7, improving lead conversion rates and customer satisfaction.
• Wide range of integrations – Users appreciate that Tidio integrates with over 30 third-party apps (including eCommerce platforms), streamlining workflows across tools.
• Free plan available & affordable pricing tiers – The free forever plan is praised for its value; paid plans are seen as accessible for small businesses compared to some competitors.
• Mobile app support & multi-device access – Teams can stay connected with customers on the go using a reliable mobile app experience. Ringly.io also offers robust mobile support but without some of the notification issues reported by Tidio users.
• Covers multiple communication channels in one place (live chat, email, Messenger)
• Pleasant design & customizable widgets for branding consistency across sites/apps
• Praise for responsive customer service when issues do arise

Cons

• Lackluster reporting & analytics features – Several reviewers mention that reporting is basic or missing key metrics they want; more advanced analytics often require third-party tools or upgrades. Ringly.io provides deeper built-in analytics out-of-the-box.
• Lack of real-time notifications in certain scenarios – If a visitor leaves the page or uses multiple tabs/devices, they may not receive operator replies promptly; this can lead to missed opportunities or slower response times. Ringly.io’s notification system addresses these gaps more reliably.
• Certain integrations are manual or incomplete – Some integrations (like CRM syncs) require extra steps per conversation rather than being automated end-to-end. Specific mailbox integration limitations have frustrated some users who rely on seamless workflow automation between tools like HelpScout or Facebook Messenger inboxes.
• Pricing increases quickly with additional operators/users – While entry-level plans are affordable, adding more team members can make costs rise sharply, which may be prohibitive as teams grow. Ringly.io offers transparent flat-rate pricing regardless of user count.
• Some features only available on higher-tier plans – For example, visitor location tracking is locked behind paid tiers even though many competitors offer it free.
• Limited export capabilities / data portability options – Users wanting granular exports sometimes find these options lacking.
• Occasional confusion around add-ons / upgrade structure – The way features are bundled into different packages has been described as uneven or confusing by several reviewers.
• Learning curve for chatbot building without sufficient tutorials / video guides – A few users wish there were better practical guides within the app itself to help them build effective bots faster. With Ringly.io, step-by-step onboarding flows help reduce this friction.
• Not ideal for complex queries requiring deep customization / API calls directly from platform UI – Advanced teams needing highly tailored workflows sometimes feel limited compared to solutions offering open APIs out-of-the-box.

Pricing - Gorgias vs Tidio

Note: The pricing information below is accurate at the time of writing and may be subject to change. For the most up-to-date pricing, please visit each company's pricing page.

Gorgias pricing

• Automation Pricing: Each plan’s price increases if you add AI-powered automation. For example:
  • Basic: $140/month at 20% automation
  • Pro: $810/month at 20% automation
  • Advanced: $1,800/month at 20% automation
• Overage Fees: If you exceed your included tickets:
  • Starter: +$0.40 per extra ticket
  • Basic/Pro/Advanced: +$36–$40 per extra 100 tickets

• Contract Length & Payment Options
  • No long-term contracts required—monthly billing is standard.
  • Annual billing available with an estimated 20–25% discount over monthly rates.
  • Subscription auto-renews unless canceled before the next term.
• Cancellation Fees
  • No penalty for canceling your subscription before renewal—service continues until the end of the current paid period.
  • Some Gorgias-related order cancellations may incur a 10% fee, but this applies mainly to product orders rather than software subscriptions.
• Refund Policies
  • Generally no refunds or credits for unused time or early cancellation unless required by law or granted at Gorgias’ discretion. Refund requests can be submitted but are not guaranteed.

Tidio pricing

*Contact sales for details on annual pricing/discounts at higher tiers.

Annual Discount: Starter and Growth plans offer a discount when billed annually (~17% off).

Cancellation Fees: No explicit penalties are mentioned for canceling monthly subscriptions; always check your specific agreement before canceling. For EU consumers: you have a statutory right to cancel within the first 14 days (“cooling off period”), but if services are fully performed during that time you may lose this right.

Refund Policy: Refunds are generally not provided except where required by law or in exceptional circumstances. For EU customers: partial refunds may be available if canceled within the cooling-off period and services haven’t been fully delivered yet; otherwise refunds are rare.

Notes on Add-ons and Usage:

• Plans can be expanded with add-ons such as extra operators ($4.17/month each), more chatbot uses/unique visitors ($12.50/month per additional block), removal of branding ($15.83/month), etc.
• Each plan includes all features from lower tiers; higher plans unlock more automation capacity, advanced integrations/support options.

Ringly.io pricing

Ringly.io has simple, usage-based pricing with no hidden fees or long-term commitments. Test drive it risk-free for 14 days, then scale up or down on month-to-month terms—or book a demo for fully tailored enterprise support.

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Online customer reviews: Gorgias vs Tidio

What users are saying about Gorgias:

Total reviews and average rating:- G2: Over 1,000 reviews, average rating around 4.6 out of 5.- Capterra: Over 500 reviews, average rating also around 4.6 out of 5.

"Game changer for customer support" – Jessie H., Customer Support Manager
Gorgias has been a game changer for our customer support operations... It excels at organizing and streamlining communications, making it easy to manage emails, social media interactions, and chat—all in one place...

"Awful CS, wrong guidance and scam" – Anonymous Reviewer
I was told we were still in trial period but got billed $540 unexpectedly... Now they refuse to refund due to their no refund policy. Be cautious for unexpected/uninformed billings...

Additional user feedback highlights:

• Users praise the seamless integration, ease of use, and centralized inbox that saves time managing multiple channels.
• Some users report issues with bugs, expensive add-on charges when exceeding ticket limits, billing problems, slow updates or glitches in workflow efficiency.

What users are saying about Tidio:

Total reviews and average rating:- G2: Over 500 reviews (estimate), average rating approximately 4.7 out of 5.- Capterra: Around 400+ reviews with an average rating of 4.7 out of 5.

"Reliable & easy-to-use chat solution with powerful AI features" – Péter T., Head of Customer Experience
We've been using Tidio daily... It's incredibly easy to use; the built-in AI assistant is a huge asset... The mobile app is another great advantage—we rely on it every day...

"Couldn't get help—frustrating experience!" – Anonymous Consultant (on behalf of client)
I'm sorry I recommended this for my client... He needed help but couldn't get any—AI live chat couldn't answer his questions nor could he reach a human agent. Neither would they respond to emails...

Additional user feedback highlights:

• Users like the intuitive interface, robust integrations with other tools (like Facebook Messenger), reliable performance even on free plans.
• Criticisms include limited customization options for larger businesses or advanced needs; some find pricing confusing or dislike that certain features (like visitor location) require paid plans while competitors offer them free.

What users are saying about Ringly.io:

Ringly.io is known for its simplicity, and a focus on e-commerce, with features like abandoned cart recovery and order status lookups. It has a 4.8 star rating from 12 reviews on Product Hunt and other platforms.

"it stands out significantly ahead" - Bertrand, Director. We are at the initial stage of testing and have made only a few calls so far. Consequently, I have rated the product with four stars for now. However, I must express that the product has shown significant promise. When compared to competitors, it stands out significantly ahead.

"This is such a great product" - Jim Miranda, Founder. This is such a great product. I have been with you for less than a week and already closed 3 deals with it."

"It really sounds like a human" - Laix, Founder. Tried Ringly.io today and the quality of the phone calls surprises me! It really sounds like a human, and it reacts really fast. Will need to deploy it in action to see the full capabilities.

"How to automate customer service? -> Ringly.io" - Sidra Husnain, Founder.

Gorgias vs Tidio: Which is best for you?

Who Gorgias is best for…

• E-commerce stores with growing support teams – If you run a Shopify, WooCommerce, or similar online shop and want to centralize email, live chat, and social messages in one place, Gorgias shines. Its ticket system and integrations help you keep support organized as your team grows.
• Retailers who need detailed workflows and tagging – Gorgias is great if you have a high volume of customer requests and need custom automation rules, macros, or team assignments to keep things efficient.
• Brands wanting advanced analytics (at a price) – If tracking agent response times, ticket trends, and channel performance is a must, Gorgias covers the basics—though heavy data users may want deeper insights.
• Businesses with a generous support budget – Gorgias can get expensive as you add tickets and automations, so it’s best for brands who are ready to invest in a fully-featured, e-commerce-focused helpdesk.

Who Tidio is best for…

• Small businesses and startups – Tidio is affordable with a free plan and low entry pricing, making it perfect for new or growing businesses who want to look professional right away.
• Teams looking for simple, fast live chat – Tidio’s live chat and chatbot tools make it easy to instantly connect with website visitors. If you just want to answer questions quickly and get leads, it’s a strong choice.
• Stores that need basic automation on a budget – Tidio’s AI chatbot (Lyro) is good for answering common questions and freeing up your team, even on lower-priced plans.
• Companies that prioritize ease of use and mobile support – Tidio’s friendly interface, mobile apps, and fast setup make it a winner for teams who want to skip the tech headaches.

Who Ringly.io is best for…

• Any business—small, medium, or large—that wants support automated across every channel – Ringly.io is designed so you don’t outgrow it. Whether you’re a solo founder or a big team, its AI agent can answer on phone, SMS, and chat, using your real FAQs and order info.
• Shops that want to handle order issues, sales recovery, and support—without hiring more staff – Ringly.io’s AI can take phone calls, recover abandoned carts, look up orders, and even recommend products—all without needing human agents for the basics.
• Companies tired of confusing pricing or extra charges as they grow – With simple, flat rates (and usage-based add-ons), you avoid surprises or paying more just for growing your team or getting more tickets.
• Brands who want a modern, self-learning support solution that doesn’t need scripts – Ringly.io sets itself apart by learning from your actual documentation—no more hours spent writing rules or training bots. Just upload your docs or link your website and it starts working right away.

Why Ringly.io is the overall best choice: While Gorgias and Tidio each have strong points for certain types of stores or budgets, Ringly.io gives you the easiest, most future-proof support platform—no matter how big your business gets. It automates customer conversations across phone, SMS, and chat out of the box, learns from your real information, and helps you save time and money as you grow.

Why Ringly.io is a Better Choice

Highly Rated: 4.8/5

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Founded in 2024 in Rotterdam, the Netherlands, by Maurizio Isendoorn and Ruben Boonzaaijer, Ringly.io is revolutionizing e-commerce customer service with AI phone agents. Designed for online businesses, Ringly handles customer calls on autopilot—solving support issues, recovering abandoned carts, and even boosting sales—at just 20% of the cost of human agents.‍

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With 2,300+ customers, Ringly.io is the go-to solution for e-commerce stores looking to scale without scaling their support team. With award-winning technology (BubbleCon 2024's "Most Innovative App"), Ringly.io transforms your phone system into a revenue-driving powerhouse—without the headaches of traditional call centers.‍

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Features that make Ringly.io the #1 alternative to Gorgias and Tidio:

No-code setup, instant results – Ringly.io is ready to go in minutes. Just add your website, docs, or text—no engineering required—and your AI phone agent instantly understands your business. It even updates automatically as your website changes.‍‍‍

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AI-powered sales & support – Ringly.io does both inbound and outbound calls. Recover 35%+ of abandoned carts with automated follow-up calls, provide real-time order tracking from Shopify, and convert more customers with personalized AI-driven conversations—not just reactive support.‍‍

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Advanced analytics for smarter decisions – Ringly.io gives you real-time call data, customer intent tracking, and performance reports—helping you optimize support and sales strategies.‍‍‍

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Scalable pricing without enterprise contracts – Ringly.io offers transparent, scalable pricing—pay for what you use, no locked-in contracts.‍

Final Thoughts: Which Platform Wins?

Choosing your next customer support solution isn’t easy—especially when Gorgias, Tidio, and Ringly.io all bring something unique to the table. After diving deep into features, pricing, and real user experiences, here’s what you should keep in mind before making your choice.

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• Gorgias: Best for established e-commerce brands with large teams who want deep Shopify/WooCommerce integrations, customizable ticketing workflows, and are comfortable with higher (and sometimes unpredictable) pricing. Go with Gorgias if you need structured, multi-channel ticket support and have the budget to match.
• Tidio: Ideal for small businesses or startups who want easy live chat, a super-fast setup, and simple chatbots on a budget. Tidio shines if you’re looking to add instant support to your website and don’t need advanced voice automation, complex workflows, or extensive analytics yet.
• Ringly.io: The standout for businesses of any size who want AI to handle support (and sales!) across phone, SMS, and chat—without hiring more agents or fussing over scripts. Pick Ringly.io if you want a solution you never outgrow, that sets up in minutes, learns from your docs automatically, and offers simple pricing that scales with you.

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Bottom line? Gorgias and Tidio both have clear strengths—one for enterprise-grade e-commerce, the other for beginner-friendly chat and automation. But if you want the best of all worlds—genuine omnichannel automation, effortless scalability, and a platform that feels like the future—Ringly.io is the way to go. By combining phone, SMS, chat, and a self-learning AI agent in one easy package (with pricing that actually makes sense), it gives modern businesses everything they need to deliver 5-star customer experiences—without the drama or extra work.

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Ready to see what next-gen support feels like? Try Ringly.io free for 14 days—and discover why more brands are making the switch.

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